Refund Policy

Overview

We understand that there may be occasions when a product does not meet your expectations or an order arrives with an issue. We review return and refund requests carefully and aim to provide a fair and consistent process for eligible orders.

Because robe sizing, print placement, fabric drape, and personal fit preferences can vary, we strongly recommend reviewing the product description, size information, and care guidance before placing your order.

Return Eligibility

To be considered for a return, an item should generally be unused, unworn, unwashed, and in a condition suitable for inspection and resale. The item should also include any original packaging, tags, or included accessories where applicable.

Return eligibility may depend on the type of issue, the condition of the item, the time elapsed since delivery, and the information provided with the request.

• The item should not show signs of wear, washing, fragrance, staining, alteration, or damage caused after delivery.
• The return request should include the order number and a clear explanation of the reason for return.
• Photographs may be requested for damaged, incorrect, defective, or condition-related concerns.
• Items should not be returned until customer service has provided instructions.

Condition Requirements

Returned products are reviewed after arrival. Items that have been worn, washed, altered, damaged, stained, fragranced, or otherwise changed from their original condition may not qualify for a full refund.

For hygiene and quality-control reasons, please try garments carefully and avoid contact with cosmetics, perfume, deodorant, lotions, pet hair, smoke, or other substances until you are certain you wish to keep the item.

Printed robes and fringe-trimmed styles should be handled gently during fitting. Pulling, snagging, washing, or modifying fringe and decorative details may affect return eligibility.

How to Request a Return or Refund Review

To request assistance, email sales@ivoryprairie.com with the information needed to identify and review your order.

• Your full name.
• Your order number.
• The email address used at checkout.
• The product name and size involved.
• A clear explanation of the issue or reason for return.
• Clear photographs where the request relates to damage, defects, incorrect items, or condition concerns.

Once the request has been reviewed, we will provide instructions if the item is eligible to be returned.

Damaged or Defective Items

If your item arrives damaged or appears to have a manufacturing defect, please contact us promptly. Do not wash, alter, repair, or discard the product or packaging before the issue has been reviewed.

When possible, provide photographs of the outer package, shipping label, internal packaging, full product, and close-up images of the affected area. These details help us understand whether the issue occurred during production, handling, or transportation.

Incorrect Item or Size Received

If the product or size you receive differs from the item shown on your confirmed order, please contact us with your order details and clear photographs of the product and its size label where applicable.

After verification, we will review the appropriate resolution based on the circumstances of the order.

Items That May Not Be Eligible for Return

Certain situations may limit or remove return eligibility. These may include:

• Items that have been worn beyond a basic fitting.
• Washed, cleaned, altered, repaired, or modified garments.
• Items showing stains, perfume, makeup, deodorant, smoke, pet hair, or other signs of use.
• Products damaged through improper handling, washing, or storage after delivery.
• Items returned without authorization or outside the applicable return period.
• Final-sale or specially identified non-returnable items where clearly stated before purchase.

Refund Processing

Once an approved return is received and inspected, we will review the item against the return conditions. If the return is accepted, the applicable refund will generally be issued to the original payment method where possible.

Processing times may vary depending on the payment provider, financial institution, and transaction method. After a refund is issued by IvoryPrairie, additional time may be required before the funds appear in your account.

Original shipping fees, expedited shipping fees, customs charges, duties, or other non-product charges may not be refundable unless required by applicable law or unless the issue resulted directly from an error on our part.

Return Shipping

Return shipping responsibility depends on the reason for the return. If a return is requested because of customer preference, sizing, or another non-defect reason, the customer may be responsible for return shipping costs unless otherwise stated.

If an item is verified as incorrect, damaged, or defective due to an error attributable to the order or fulfillment process, we will review the appropriate return or resolution method.

Customers should retain proof of return shipment and any tracking information until the return has been completed.

Exchanges

Exchange availability may depend on stock levels, product availability, destination, and the condition of the original item. In some cases, the fastest option may be to complete an approved return and place a new order for the preferred size or style.

Please contact us before assuming an exchange is available for a specific order.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible after placing it. Cancellation requests are not guaranteed once fulfillment, preparation, or shipment has begun.

If the order has already been dispatched, it will generally need to follow the applicable return process after delivery if it remains eligible.

Missing Refunds

If we confirm that a refund has been issued but you do not see it in your account, first allow time for your bank or payment provider to post the transaction. Processing times vary between institutions.

If the expected processing period has passed, contact your bank or payment provider. You may also contact us with your order details so we can confirm the refund information available on our side.

Contact Us About a Return

For questions about return eligibility, damaged products, incorrect items, refunds, or order issues, contact our customer care team before returning anything.